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ISCOVER
I watched a lot of the Australian Open in January and while the tennis was amazing, I was also struck by the professionalism of the ball boys and girls in what were at times some very extreme conditions.
It’s a great demonstration of the vital importance of support staff to the success of a project, event or business.
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In mortgage broking, it’s generally the brokers who are considered industry superstars, but the reality is their success is often critically dependant on the diligence and efficiency of the marketing and administrative team working in the back office.
And just as the ball boys and girls at the Australian Open are themselves junior tennis fanatics looking to one day join the tour and win a grand slam, so the sales administrators in a mortgage brokerage are usually young professionals in the early stages of their career.
They are the future greats of our industry. They are watching and learning, inspired but also potentially disillusioned by what they see each day at work.
A good broker will acknowledge the contribution of support staff to a successful settlement- they will share their knowledge, encourage the acceptance of increased responsibility and facilitate professional growth.
When things go wrong, a good broker will be honest. Everyone can learn from failure just as they can from success.
The ball boys and girls at the tennis gain insight from seeing a player win with grace as much as they do from seeing a player lose their cool and throw their racquet.
I see huge value in encouraging junior staff to see mortgage broking as a profession.
A broker who has risen through the ranks of an organisation from administration and marketing has unparalleled knowledge and experience of every facet of broking and will offer clients an extraordinary service as a result.
Remember, Roger Federer was once a ball boy!
